Washer 4 yrs old, called for service, repair man came out ordered parts, returned to find out that more was wrong that he had originally thought, and that it would probaly cost more to repair than replace, spoke to office Manager Michelle she was going to check on it and get back with me. I could not get anyone to return my call and I became very frustrated. After requestiong to speak to her boss, Finally Michelle calls me back and offers to replace the machine (repairs to costly) and says it will take 7-10 days to get it in, Had to order a newer model, but no one realized that newer model meant different colors, so the machine I purchased in red 4 yrs ago is now a different more maroon color. I have a red dryer + base and a maroon washer and red base. NOT HAPPY! The technichian also looked at our 1 yr old dish washer that was NOT cleaning the dishes and it needed a new pump. 2 weeks later I still have not heard from anyone and Ive called 3 times and there is not even a ticket on it, WHAT IS GOING ON! I am now on hold so that service can attempt to find the service man to see if he knows anything about this. I am very disappointed in the service from the (service Department) Not the actual workers they have been very supportative. Its more the people on the phone giving me the runaround. Also Frank with Delivery was very nice. I have purchased a bunch of HI End appliances from Dick Van Dyke because the service is suppose to be great, turns out I should have gone to another big name store, then I wouldnt have been surprised when I didnt get service. Also I had to pay a 35.00 delivery fee for the new washer!
RESPONSE FROM Dick Van Dyke Appliance World:
I apologize for any inconvenience we may have caused trying to replace your washer. I have researched the notes surrounding your case and it appears we made several attempts to try to contact you. My customer service department kept notes in your file about the content of your conversations. I have several notes indicating that we informed you before delivery that we couldn't guarantee the colors to be an exact match due to the age difference in the appliances. It is clearly documented that you were ok with the slight color variation. My customer service department also made notes that you were very concerned about getting the new machine as quick as possible and my records indicate that we delivered it to you the day after we received it from the manufacture. Our Free 5/10 protection plan enabled you to receive a free washing machine to replace your 4 year old washer. The only expense that you incurred was the $35.00 delivery expense which isn't covered under our protection plan. You also mention in your review that we forgot to order parts for your dishwasher, however we have no record of our service technician being asked to work on your dishwasher. The technician that was at your home to service the washer said he didn't look at the dishwasher when he was there. If he had diagnosed the dishwasher he would have charged a service call fee, which he didn't. I'm sorry for the confusion but it appears that someone else looked at your dishwasher. We did set up a service call after reading your survey with your husband and have taken care of the problem with the dishwasher. I hope that our attempts to try to resolve all our your concerns will give us the ability to earn your future patronage.
John Shepherd
Sr. V.P.
Dick Van Dyke Inc.
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